Load Activities

Load activities creates activities in bulk. You describe which contacts to pick (their type, when they were created, phone number, time zone, last outcome...) and what kind of work to create, and the load runs in the background, so even a large list does not slow the site down.

Menu	Interaction Center > Management > Load Activities
Permission	Manage activity batches. Deleting a finished load also needs Delete loaded activity batches.
Feature	Omnichannel Management. The Dialer source needs Contact Center Outbound Dialer.

Can't find it?

What you see depends on your role. If the menu, a button or a setting on this page is missing, ask your administrator to give you the permission listed above or to turn on the feature. Only administrators can turn features on and change site settings.

There are three sources:

Source	Creates	Used for
Manual	Activities assigned to the agents you pick, shared out in turn.	Agent call or text lists worked from Activities.
Automatic	Unassigned automated activities an AI profile works on its own.	AI SMS outreach and AI voice calls. See Automated AI SMS and voice.
Dialer	Unassigned phone activities queued for the outbound dialer.	Preview, power and progressive dialing. Shown when the Contact Center Outbound Dialer feature is on.

The Load Activities list shows the newest loads first. A load does nothing when you save it: it starts only when you choose Load activities from its Actions menu, or click Save & Load activities on the load form.

Manual loads

1. Open Interaction Center > Management > Load Activities, click Add Activity Load and choose Manual.
2. Fill in the load (fields below). A manual load needs a Channel and at least one user in User(s) to assign activities to; the activities are shared between the users you pick. Click Save.
3. In the list, open the load's Actions menu, choose Load activities and confirm with Ok. To save and start the load in one step, click Save & Load activities on the form instead of Save, and confirm. The load runs in the background: the status moves through Started and Loading to Loaded, and the row then shows how many activities it created, how many contacts matched the filters, and why any matching contact was skipped (see What a load reports).

Once a load has started it can no longer be edited. While it is Started or Loading it cannot be deleted either.

Clone a load

To run a load again, or a load much like it, open its Actions menu and choose Clone. This works whatever the load's status. The copy has every setting of the original -- subject, campaign, channel, AI options, filters, limit and schedule -- and is named after it with (copy) added. It starts as New with nothing loaded, and opens for editing so you can adjust it before you load it.

Delete a finished load

A load whose status is Loaded can be deleted by users with the Delete loaded activity batches permission. Click Delete on its row and confirm. Only the load and its report are removed. The activities it created are kept, with their assignments and schedules. To withdraw those activities, cancel or purge them under Manage Activities.

Dialer loads

1. Click Add Activity Load and choose Dialer.
2. Pick the Dialer profile (it decides preview, power or progressive) and the Campaign. Agents sign in to this campaign to get the calls, so a dialer load will not save without one unless the subject has a default campaign.
3. Fill in the record filters, save, and choose Actions > Load activities.

Dialer loads always use the phone channel and create manual (agent-handled) activities. The activities are left unassigned, take the dialing mode of the dialer profile, and are queued for the campaign as they are created; the dialer then offers them to the agents signed in to that campaign. The campaign always comes from the load (or the subject's default campaign), never from the dialer profile.

Fields

The form has three cards: Activity load settings (what to create), Record filters (which contacts or leads to pick) and Last activity filters.

Activity load settings

Field	What it does
Source	The source you picked. It cannot be changed.
Title	A name for the load. Required.
Subject content type	The subject of every activity. Required.
Campaign	Stamped on every activity. Leave it empty to use the subject's default campaign.
Channel	Phone or SMS. Required, and hidden for dialer loads.
Address	Automatic loads: the number to send from or call from. Only the Omnichannel Addresses used for the Channel picked are listed: numbers used for text messages for SMS, numbers used for voice calls for Phone.
Dialer profile	Dialer loads: required. It decides the dialing mode (preview, power or progressive) and its pacing.
Dial from	Dialer loads: the number the customers called from this load see, picked from the addresses used for voice calls. It is shown instead of the agent's own number and the dialer profile's Caller ID, unless the profile is set to Always show this caller ID. Leave it on Default caller ID to keep those.
Schedule at	When the activities become due. Required.
User(s) to assign activities to	Manual loads: who gets the work. The activities are shared out in turn between them.
Urgency level / Instructions	Copied onto every activity. Instructions are notes the agent reads first.
Prevent duplicate activity with the same subject	Skips records that already have an open activity for this subject, on any campaign or channel. An open activity for a different subject does not stop a record from loading.

The automatic source adds AI fields; see Automated AI SMS and voice.

Record filters

Field	What it does
Record type	The contact or lead type to load. Required. A lead type adds a Lead filters panel right under it; see Leads, Accounts and Opportunities.
Created from / Created to	Only records created in this range.
Only published records	Skips drafts. When it is off, the latest version of each record is used, published or not.
Include records marked Do not call / Do not SMS / Do not email	By default, records that opted out of the channel are skipped, including any record that shares their number. Tick to include them.
Phone number filter	A match type (Contains, Exact match, Begins with or Ends with) and a number. See the tips below.
Time zones	Only records in these time zones, for example to call only where it is a good time of day.
Limit	The most activities to create.

Last activity filters

Field	What it does
Last activity subject / Last activity disposition	Only records whose last completed activity had this subject and outcome, for example everyone whose last Lead generation call was No answer.

Phone number tips

• The filter looks at each record's main cell and home numbers.
• Type a national number or part of one, such as 702499. Spaces, brackets and dashes are ignored.
• Start with + to include the country code, such as +1702499. Without it, only the national number is compared, so records from more than one country can match.
• Exact match finds the number however it was stored: 5555550123, 15555550123 and +15555550123 all find the same contact. A ten-digit number is read as a North American number.

What a load reports

When a load finishes, its row in the list and the top of its page say how many of the matching records were loaded, for example Loaded 0 of 2 matching records. 2 already have an open activity for this subject. Every matching record that was not loaded is counted against one reason:

Reason	Why
Already has an open activity for this subject	Prevent duplicate activity with the same subject is ticked.
Asked not to be reached on this channel	The record opted out, and the matching Include records marked Do not ... box is not ticked.
Shares a phone number with someone who asked not to be reached	Another record with the same number opted out.
Has no address on this channel	An automatic load needs a number or email to send to.
Has only numbers that are not in service	Every number the contact has on the channel is on the Numbers Not In Service list. A contact with at least one working number is loaded on that number.
Lead already converted into a contact	Lead loads only: converted leads are never loaded.
Lead shares a phone number with a contact	Lead loads only, when Skip leads that are already contacts is ticked.
Not loaded because the limit was reached	The Limit was reached before this record.

If the filters match nobody, the load says so. Loading the same batch again replaces the counts rather than adding to them.